This presentation was done in a Luncheon seminar at St Region on 20th April for Customers of Servion and Cisco Systems

1. Customer Care in the
Post PC Era...
Peter Borup Jakobsen
Cisco Systems
@gociscocollab
@arise2010
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1

2. average tweets per hour
12.9million

3. Content links shared on Facebook monthly
>30billion

4. YouTube Mobile videos served up daily
100Million

5. Number of People searches on Linkedin in 2010
2Billion

6. Number of Singaporean’s on Facebook
2.2Million

7. Changing the way we work
Collaborative Tools
Text Voice, Video
Number of Stakeholders
Many
Social Networking
Video on
Demand
Discussion Forums Unified
Communications
Wikis Blogs Contact
Center
E-mail Conferencing
IM
TelePresence
Documents
One
Voice mail

8. Post PC Era...
2010
iPad + Mac
= 12% PC Share
3.6B 100+
Mobile
devices*
Million
Tablets
300,000 1.8B
Daily Mobile
Android web access 70%
Activations devices* of college
freshman
**Gartner research prediction; Gartner Forecast: Tablet PCs, Worldwide, November, 2010

9. a day in the life of Peter...
9

10. a day in the life of Peter...
10

11. Post PC era..?

12. The need for a new approach
Market Trends Business Impact Personal Factors
! Opex/Capex Management
! Dispersed Workforces ! Remote Agent
! Heterogeneous Environment
! Video Proliferation ! Rise of personal
! Complex Deployments collaboration/Social Media
! Content/Device Explosion
! Voice of the Customer ! Workforce/Capacity planning
! New Customer Service
Channels ! Data security ! Ease of adoption
! Social Media ! Tools, Applications & ! Trust at a Distance
Organizations in Silos
! Cloud Services ! Expertise/Info on Demand
Traditional tools do not address these challenges

13. Collaboration drives Business Value
Cost Employee Customer Competitive
Reduction Productivity Innovation
Intimacy Differentiation
Messaging TelePresence Mobility
Communities Customer Care
IP Communications Conferencing Social Networking

14. Trends in Customer Care
Knowledge
Management
Social goes Mobile
mainstream Customer
Experience
Personalization
of Customer
Experience
Real Time
Customer SaaS &
Service Virtualization

15. Its not just about Voice anymore...
The new customer service frontier

16. My translation...
““ The goal of
The goal of
Customer Care
Collaboration is
is not Customer
not Collaboration
Care itself, but
itself, but great
great results. ”
results. ”

17. Cisco Strategic Direction
Interoperable,
Open Architecture
Secure Flexible
Inter-Company Consumption Models
Integrated
Experience
Enterprise
Pervasive Video
Social Software

18. Cisco Collaboration Architecture
Devices
Provisioning
Desktop Mobile In-Room
Federation
Conferencing Customer Care
Collaboration Enterprise Social Software IP Communications
Applications
Administration Maintenance
Encryption
Messaging Telepresence
Client Services Medianet Services
Client Services Framework Interface
Lightweight APIs
AAA
COMMUNICATION
Real-time
Presence / Location Metadata Tagging
Messaging
Real-time
Policy
Collaboration Session Mgmt
Data Sharing
Social Graphing
Management Services Operations
Scheduling and
Services Calendaring
Authoring Semantic Processing
Identity
Workflow Recording/Playback Search
CONTENT
Transcoding Transrating Transcribing
Security Services
Medianet Services Auto-Discovery Auto-Configuration Resource Control
Network Services Transport Signaling QoS

19. The Road to Customer Collaboration
Operational Metrics Customer Intimacy
Reactive Proactive
Agents Agents, Experts, Dynamic Teams
Solicitation Participation
Cost Center Growth Engine

20. Cisco Finesse
! Speed and efficiency
in serving customers
! Highly customizable
! Web 2.0 extensibility
! Leveraging Cisco
development in
enterprise social
software
! Support for Cisco’s
Virtualization
experience
infrastructure

21. Cisco SocialMiner
1. Capture!
Cisco
SocialMiner
2. Analyze and Prioritize!
Airline lost my luggage!
3. Communication Workflow!
Customer 4. Assign and Engage!
5. Continuous Refined Search!
Customer Care Agent

22. Implementation
Process
Cisco Servion Servion Cisco
Technology Culture

23. Customer Example
!
Kotak Mahindra Bank and Cisco win prestigious
Asian Banker Award for Best Contact Center
Deployment in APAC region

24. Closing...

25. Thank you.